Problem: The client is experiencing an issue where their site is showing as inactive in their WPML account despite attempts to deregister, re-register, and update plugins. They are also trying to add credits and translate pages. Solution: We discovered an old registration for the client's website associated with another WPML account. We have taken action to resolve this from our side. We ask the client to check if their site now appears as registered and confirm the credit allocation, which should be 30,000 credits on their WPML.org account, with 58,744 credits assigned to their site. If the problem persists, the client should provide a screenshot of their account pages from https://wpml.org/account/sites/ and https://wpml.org/account/manage-credits/. Additionally, we recommend backing up site files and database before providing access for further assistance. For privacy and security policies, please visit https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/.
If this solution does not resolve the issue or seems irrelevant due to being outdated or not applicable to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If further assistance is needed, please open a new support ticket at WPML support forum.
Problem: The client was trying to switch from a pay-as-you-go model to using existing prepaid credits for automatic translation on their website. After re-adding the website, it incorrectly deducted 60k credits and continued to show as pay-as-you-go, despite attempts to use prepaid credits. Solution: 1. We confirmed that the pay-as-you-go subscription was canceled in our system, but an open bill was still pending. The client needed to access the payment via a provided Stripe link to process the payment. 2. We transferred the credits from the old site URL to the new one after confirming the relationship between the old and new URLs. 3. The billing team eventually canceled the old bill, allowing us to deduct the cost from the available pre-purchased credits. 4. The client should now be able to use automatic translation with the prepaid credits. If further issues arise, we recommend visiting our support forum for assistance.
Please note that this solution might be outdated or not applicable to your specific case. We highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the issue persists, please open a new support ticket.
Problème : Le client a utilisé 30 000 crédits pour des traductions qui semblent avoir été effectuées automatiquement et inutilement, entraînant une consommation rapide de crédits. Le client est également préoccupé par le nombre élevé de crédits nécessaires pour terminer les traductions. Solution : Nous avons vérifié les journaux de traduction et confirmé que 29 910 crédits ont été utilisés pour traduire certaines pages. Si ces pages n'étaient pas destinées à être traduites, il est important de désactiver l'option 'tout traduire automatiquement'. Pour ce faire, désactivez le bouton situé en haut de la page de gestion des traductions. Concernant l'estimation des crédits, DeepL utilise 2 crédits par mot, donc la traduction de 3597 mots en deux langues (DE et EN) devrait utiliser environ 14 388 crédits. Cependant, cela reste une estimation et le nombre réel peut être supérieur. Assurez-vous également de supprimer toutes les traductions en attente et de désactiver la traduction automatique pour mieux contrôler l'utilisation des crédits.
Si cette solution ne résout pas votre problème ou semble dépassée, nous vous recommandons de vérifier les problèmes connus, de confirmer que vous avez installé les dernières versions des thèmes et plugins, et d'ouvrir un nouveau ticket de support si nécessaire. Pour toute assistance supplémentaire, veuillez visiter notre forum de support.
Problem: The client needed to confirm the availability of 35120 translation credits for automatic translations on their site. Solution: We confirmed that the client has 35120 translation credits available, which can be used for automatic translations on their site. These credits can also be returned to their WPML.org account and assigned to any registered site. For more details on how to assign credits, we recommend visiting this documentation. Additionally, the client can check the remaining translation credits directly from their site’s dashboard by navigating to: WPML >> Translation Dashboard > Translation Tools tab.
If this solution does not apply to your situation, or if it seems outdated, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If further assistance is needed, please open a new support ticket at WPML support forum.
